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ABSTRAKSalah satu alternatif untuk menjawab masalah kepercayaan terhadap pelayanan
kesehatan dan mengelola rumah sakit agar dapat memperbaiki kinerja serta
meningkatkan sekaligus mempertahankan kualitas pelayanannya adalah dengan
menerapkan konsep Total Quality Service. Fokus utama dari Total Quality Service
adalah melibatkan pelanggan pada pengembangan proses pelayanan jasa sedini
mungkin. Tujuan penelitian ini adalah untuk mengetahui faktor-faktor Total
Quality Service (TQS) terhadap kepuasan pasien di ruang perawatan ibu RSIA
Buah Hati Ciputat.
Penelitian ini merupakan penelitian deskriptif korelasi dengan pendekatan
kuantitatif. Sedangkan desain penelitiannya adalah cross sectional. Sampel pada
penelitian ini adalah 100 orang pasien dengan dasar perhitungan menggunakan
BOR pada masing-masing kelas perawatan. Analisis menggunakan uji Chi-Square
dan regresi logistik berganda. Saran untuk bagian administrasi, rumah sakit perlu
menyediakan sistem antrian yang digital serta sistem pendaftaran online. Untuk
mempercepat proses pembayaran, bagian kasir disarankan menginput data tagihan
pasien dari beberapa unit terkait setiap hari. Untuk meningkatkan kompetensi
SDM, rumah sakit memberikan seminar dan workshop in house terutama
mengenai budaya organisasi dan perilaku, membentuk tim budaya, memberikan
penilaian kepada unit-unit di rumah sakit. Dari segi infrastruktur, rumah sakit
disarankan untuk memperbaiki fasilitas pendingin ruangan, menyediakan fasilitas
umum, serta lebih memperhatikan fasilitas kebersihan dan kenyamanan ruang
perawatan
ABSTRACTOne alternative to address the problem of confidence in the health service and
manage the hospital in order to improve performance and enhance and maintain
the quality of service is to apply the concept of Total Quality Service. The main
focus of Total Quality Service is involved in the development of customer service
processes as early as possible. The purpose of this research to know the factors of
Total Quality Service (TQS) that affecting the satisfaction of the patients in the
mother?s ward in RSIA Buah Hati Ciputat.
This study is a descriptive correlation with quantitative approach. While the study
design was cross sectional. The sample in this study was 100 patients on the basis
of calculations using the BOR in each class treatment. Analysis using Chi-square
test and multiple logistic regressions.
The results of the study there was a significant relationship between
infrastructure, quality of personnel, clinical services, administrative services and
experience of medical care with patient satisfaction in the mother?s ward in RSIA
Buah Hati Ciputat. Indicators of safety and social responsibility are not
associated with patient satisfaction in the mother?s ward in RSIA Buah Hati
Ciputat. Suggestions for the administration, hospitals need to provide a digital
queuing system and an online registration system. To speed up the payment
process, the cashier suggested inputting patient billing data from several related
units every day. To improve the competence of human resources, the hospital
provides training, seminars and workshops, especially regarding organizational
culture and behavior, form a team culture, provide an assessment to the units in
the hospital. In terms of infrastructure, hospitals are advised to fix the air
conditioning facilities, providing public facilities, as well as more attention to the
cleanliness of the facilities and comfort of the treatment room .;One alternative to address the problem of confidence in the health service and
manage the hospital in order to improve performance and enhance and maintain
the quality of service is to apply the concept of Total Quality Service. The main
focus of Total Quality Service is involved in the development of customer service
processes as early as possible. The purpose of this research to know the factors of
Total Quality Service (TQS) that affecting the satisfaction of the patients in the
mother?s ward in RSIA Buah Hati Ciputat.
This study is a descriptive correlation with quantitative approach. While the study
design was cross sectional. The sample in this study was 100 patients on the basis
of calculations using the BOR in each class treatment. Analysis using Chi-square
test and multiple logistic regressions.
The results of the study there was a significant relationship between
infrastructure, quality of personnel, clinical services, administrative services and
experience of medical care with patient satisfaction in the mother?s ward in RSIA
Buah Hati Ciputat. Indicators of safety and social responsibility are not
associated with patient satisfaction in the mother?s ward in RSIA Buah Hati
Ciputat. Suggestions for the administration, hospitals need to provide a digital
queuing system and an online registration system. To speed up the payment
process, the cashier suggested inputting patient billing data from several related
units every day. To improve the competence of human resources, the hospital
provides training, seminars and workshops, especially regarding organizational
culture and behavior, form a team culture, provide an assessment to the units in
the hospital. In terms of infrastructure, hospitals are advised to fix the air
conditioning facilities, providing public facilities, as well as more attention to the
cleanliness of the facilities and comfort of the treatment room ., One alternative to address the problem of confidence in the health service and
manage the hospital in order to improve performance and enhance and maintain
the quality of service is to apply the concept of Total Quality Service. The main
focus of Total Quality Service is involved in the development of customer service
processes as early as possible. The purpose of this research to know the factors of
Total Quality Service (TQS) that affecting the satisfaction of the patients in the
mother’s ward in RSIA Buah Hati Ciputat.
This study is a descriptive correlation with quantitative approach. While the study
design was cross sectional. The sample in this study was 100 patients on the basis
of calculations using the BOR in each class treatment. Analysis using Chi-square
test and multiple logistic regressions.
The results of the study there was a significant relationship between
infrastructure, quality of personnel, clinical services, administrative services and
experience of medical care with patient satisfaction in the mother’s ward in RSIA
Buah Hati Ciputat. Indicators of safety and social responsibility are not
associated with patient satisfaction in the mother’s ward in RSIA Buah Hati
Ciputat. Suggestions for the administration, hospitals need to provide a digital
queuing system and an online registration system. To speed up the payment
process, the cashier suggested inputting patient billing data from several related
units every day. To improve the competence of human resources, the hospital
provides training, seminars and workshops, especially regarding organizational
culture and behavior, form a team culture, provide an assessment to the units in
the hospital. In terms of infrastructure, hospitals are advised to fix the air
conditioning facilities, providing public facilities, as well as more attention to the
cleanliness of the facilities and comfort of the treatment room .]
T42999-dania kosim .pdf :: Unduh